Share review of The Bournemouth Nuffield Hospital

The Bournemouth Nuffield Hospital 2023-11-16 Person 1 5 0

absolutely horrific patient care I hope this review finds you well. I am writing this on my wife's behalf expressing my deep concern and dissatisfaction with the service she recently received by the Nuffield hospital Bournemouth. I am disappointed that a hospital with a reputation like yours would treat a patient with known anxiety and depression in this appalling manner. On 20/09/2023, my wife booked an appointment to see a Dr at the Nuffield Hospital in Bournemouth, and unfortunately, due to her being sick for 3 days and being unable to work or even talk due to he anxiety and depression, she genuinely forgot about the appointment she had booked on the 17th of October 2023, she called to reschedule on the same day and was advised by the Dr's secretary that the earliest appointment would be on the 12th December 2023, no mention of any cancellation or DNA fees where discussed or even sent to my wife. My wife received a txt message on 13th of November 2023 stating due to her cancelled appointment and the Dr being unable to fit anyone in she would have to pay £350 as per the cancellation policy she did not get!!! My wife never received any invoice from the Dr nor the Dr secretary informing her of that payment. The collections message was sent a few weeks later which I find astonishing as I work as a clinic manager myself and I know every business has there own guidelines but where I work in a privet clinic, prompt patient service is our top priority. Two days ago my wife received another message from a collections company stating that there is an outstanding balance to be paid to the Dr and this off course triggered panic, anxiety and more depression sending my wife into another panic attack that was not necessary due to strains on her financial circumstances, you all have not only a medical obligation but a moral obligation to look after your patients and make them feel better not make them feel worse by intimidating them with such messages from collection companies. My wife is genuinely not well and needs help with her condition but after this I am unsure you will be able to provide this for her, so I will be seeking legal advise as this has caused significant emotional and psychological trauma to my wife. I will be emailing the ICB, GMC & CQC to review and advise on what next steps to take in regards to this situation. You are supposed to help patients not make them feel even worse and trigger more anxiety, depression due to poor handling of a situation. I believe in the importance of constructive feedback, and I hope that by bringing these issues to your attention, we can work together to improve the overall quality of service at your clinic and group. I would appreciate it if you could investigate this matter and take appropriate measures to prevent such incidents from occurring in the future to other patients as this all seems like you are more interested in the money than the wellbeing of your patients. My wife never consented to her information being passed on to a third party so this is a breach of her privacy under GDPR. I emailed them 2 days ago and I have only been ignored so far. No response, no call, nothing!!! Absolutely horrific.